Manager, Technical Support

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Job SummaryAs the Manager of Technical Support, you will lead a dedicated team of engineers focused on securing our customers' digital environments. Your primary responsibility is to guide your team in identifying and resolving complex network issues for our clients, ensuring their continued security and satisfaction. You will oversee the daily operations of your team, providing mentorship and direction to achieve performance goals and deliver an exceptional customer experience.Key ResponsibilitiesLead the daily operations of a team of Technical Support Engineers, ensuring alignment with company goals and objectives.Ensure the team has the necessary resources, tools, and processes for sustained high-performance and success.Provide mentorship, coaching, and direction to the team to achieve key performance indicators (KPIs) such as response and resolution time objectives.Set and manage individual and team goals that align with departmental objectives, performing regular performance reviews to guide career growth.Act as an escalation point for complex customer issues, assisting the team with prioritization and negotiation to manage customer expectations effectively.Build and maintain positive relationships by collaborating with cross-functional teams, including Sales, Customers, and Partners, to ensure a seamless customer experience.Facilitate and provide ongoing technical and soft-skills training to foster team development and expertise.Drive process improvement and automation initiatives, expanding operational metrics beyond CSAT to include SLA, backlog, and productivity.